PENGARUH CITRA PERUSAHAAN DAN PERSEPSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PO. EFISIENSI DI YOGYAKARTA
Abstract
This study aims to analyze the influence of corporate image and perception of
service quality to customer satisfaction PO Efisiensi in Yogyakarta. In this study,
the sample obtained as many as 100 respondents selected by using purposive
sampling method with data collection techniques using questionnaires. Analyzer
used is Multiple Linear Regression Analysis and use validity test, reliability test, ttest,
F-test and test of the coefficient of determination, by applying SPSS 25.
Based on the analysis, it is found that: (1) Corporate image and perception of
service quality simultaneously have a positive and significant effect on customer
satisfaction of PO.Efficiency. (2) The corporate image has a positive and
significant impact on customer satisfaction of PO.Efisiensi. (3) Perception of
service quality has a positive and significant influence on customer satisfaction of
PO.Efisiensi.